Call Barring: Allows you to restrict certain call types that can be dialed from your home phone.Number Display / Number Block: Select whether you would like your caller identity blocked or displayed when calling other parties.Call Waiting: Notifies you of an incoming call on your home phone while you are already on a call. You can place your call on hold to answer the incoming call.Caller ID: Allows you to see the phone number of the person calling you on your home phone service (Only applicable on phones that supports Caller ID).

TPG Offer the following Home Phone service for Standard Call rates.

Call Forwarding: Allows you to divert calls from your home phone number to a different number.

Rates correct as of 20/11/14. At time of purchase rates should be confirmed with provider.

Eftel - The Best Alternative to TPG

Duo Plans provide great value

Club Telco offers Unlimited rural broadband

Mobile Broadband - capped at 15GB, no excess usage charges

Adam Wajnberg

04/08/2014 04:41 AM

Australia’s broadband market is usually narrowed to ‘The Big 4’ – Telstra, Optus, iiNet and TPG. These four are singled out for the size of their network of DSLAMs – large mainframes, built into Telstra exchanges, that connect back to a unique network spanning the country – and under the ocean. Everyone else buys their access off these four (mostly Telstra and Optus), so they’re often seen as the top tier wholesale providers.

But there are two other networks that are growing, even with the NBN coming in to change the fundamental way the entire market works. These are Primus (who are part of the M2 Communications Network) and Eftel. Eftel’s own network is not huge – it connects to only the 70 largest telephone exchanges in the country (mostly metro Sydney, Melbourne, Brisbane and Perth), but where it does connect, it provides the absolute best bang for your buck – the most value at the cheapest price.Eftel Direct – Duo Plans

Eftel has been going through some changes lately, and in turn have simplified their plans greatly. Some of their best plans have been reserved for their Club Telco brand, which has been developed to appeal to seniors and rural customers, with a mix of plans and conditions that make both light use and regional broadband a little more affordable.

For their direct retail plans, Eftel offers the Duo Range – big plans with everything thrown in. For $80 a month, the Duo Ultimate includes unlimited data, unlimited landline and mobile calls (with 13/1300 numbers charged at a flat 28 cents per call) and for a limited time, a free connection with just a 12 month contract (normally $69). They’re also usually keen to throw in free hardware – for the last few months it’s been a free Android-powered tablet.

For those who just need the line on for broadband, and who don't need calls included, the Duo Unlimited is $70 and includes unlimited data with no free calls.

Hardware is not included, but their modems are cheap; $60 for a standard Wi-Fi enabled modem/router, and $90 for the same modem with a VoIP gateway. Delivery is $16.

Mobile Broadband

For mobile broadband, Eftel is not particularly unique; like most providers who aren’t Telstra or Vodafone, they use part of the Optus 3G Network. But their rates are very competitive - $55 for 15GB . More importantly, Eftel does the right thing and will not charge for over-usage (a trap that can really ruin your whole year) – but they will shut you right down. No slower speeds or limited access- Your connection will stop dead. Make sure it’s worth this risk before signing up for mobile broadband.Club Telco (1300 138 155)

As described before, Club Telco is a closely related offshoot of Eftel, but with a broader scope. Club Telco uses a membership model rather than contracts, in a bid to attract customers who move around, or otherwise don’t want to be in a long term commitment.

Club Telco also offers a very straightforward three tiered structure: if you’re connecting to Eftel’s network, they will offer you Unlimited ADSL2+ (including line rental) for the absolute lowest price in Australia - $55 a month (TPG is $60 a month). If you’re connecting to the Optus network, they will offer you the same plan for $70.

That’s where most providers end it – if you’re in a Telstra-only zone, they won’t offer unlimited plans at all. But Club Telco pulls out some magic to offer the same plan for $90 – which is what all large plans cost from all providers when connecting in rural and regional areas; Club Telco is just one of the only ones to give you Unlimited Data.

Dodo (1300 501 578)

It’s unclear how the relationship between Dodo and Eftel works. Eftel might own part of Dodo. Or Vice Versa. Or they just work together a lot. But their plans are almost identical; Eftel just has a better reputation for customer service and support (as does Club Telco).

Nevertheless, it should be noted that Dodo offers almost everything that both Club Telco and Eftel offer, as well as several other service (gas, electricity, mobile, etc). Dodo is making a determined effort to rehabilitate their troubled image, and overall still offer some of the best broadband, phone and mobile plans available.

TPG (1300 106 571)

TPG is still overall just a slightly better proposition than Eftel and its associated brands – but it’s mostly dependent on what you need. Their $80 plan includes a free modem and free 13/1300 calls – but there’s a 24 month contract and a connection fee. But they’re far more widely available for their best plans. But they don’t have as many good options for plans outside of their network. But they come with free Frozen Yoghurt, which they call Froghurt!

Anyway, TPG is still the best option for most customers who need unlimited data, little fuss, and short contracts. Just beware their steep setup fees on 6 month contracts - $120 plus hardware costs (if you don’t already have a modem).

Worth mentioning - much of Eftel's network is made from pieces of TPG's wholesale network. Make of that what you will.

ConclusionEftel, directly and indirectly through Club Telco, offers the only other comprehensive alternative to TPG in the budget end of the market. For rural customers, Club Telco offers the best deal for a big, heavy use connection.

Call us on 1300 106 571 for general enquiries and to see which providers are available in your area!

Why TPG can get away with offshore call centres

Accent vs Idiom

Complexity as the enemy of globalization

Offshoring can work...what's the secret ingredient?

Adam Wajnberg

04/08/2014 04:41 AM

This week’s The Economist included a special report on outsourcing and offshoring, considered by many the twin evils (or twin necessities, depending on which side of the ledger you sit) of a globalized world. Specifically, the report demonstrated a shift in attitudes towards the practice, as many firms are starting to bring some jobs back into their home countries, or shift their focus from using Chinese labour to sell to Western consumers, and towards using Chinese labour to sell to Chinese consumers. Attention is also given to the practice of using foreign service labour as well, particularly in call centres. And particularly in technical call centres.

For 20 years now, the stereotype has been that ISPs and related (such as telcos and Pay TV providers) have used India as the source for cheap call centre labour, thanks to a few facts; English is a major first language in many areas, IT and software are part of the modern Indian cultural norm, and Indian workers were considered by and large polite, patient, hard working and professional. Moreover, India could use white collar services to distinguish themselves from China’s manufacturing powerhouse.But the accent…even an Indian outsourcing executive had to admit “…we just can’t get the accents right”. That is definitely not something to be sneezed at – but recent experiments in using cheap labour countries that are closer in form to the Anglosphere (such as South Africa) have still somehow come up short.

The most striking example is in the Philippines, which is primarily English speaking, Catholic and spoken with an accent that is mostly American flavoured. The workforce is tech literate and modern – these all seem like ideal ingredients for a culturally similar call centre labour pool that will be compatible with US, Australian, Canadian, NZ and English customers. And yet…no.

So what’s the problem? It might be that people are mistaking accents for idiom. It might take the work of a particularly gifted linguist to come up with the raw data, but it’s likely that the Indian and Filipino accents do not differ (on a basic, sound-waveform level) to the differences between Australian, Canadian, NZ, US and English accents (and of course, Scottish, Irish, etc). And yet, conversation between those countries is largely compatible. So it may not be strictly the accent.

Idiom

When an Australian consumer calls a centre in the Philippines, they’re almost always asked how the weather is. It’s the type of half-baked move that a consultant somewhere got paid a lot of money to suggest; why hide the fact that the phone call is taking place over an ocean? No-one is mistaking Fernando for a neighbor from Newcastle. It’s a marketing move to create a sense of familiarity that is utterly unnecessary and alien. Fernando probably also has an app on his PC to tell him the weather in each state he speaks to. It’s all nonsense.The real bridge between Fernando and his Australian customer is that Fernando’s frames of reference, attitude toward customer service and life experience is completely divorced from the person he’s speaking to, who otherwise speaks the same language. He speaks English at a different cadence, he watches different TV shows, is exposed to different cultural norms and likely does not converse with Australians outside of his work life, which is likely to be highly regimented with strict rules to follow (i.e. use the customer’s name twice…repeat the question back to them, regardless of whether or not that seems necessary…all calls must be completed with 420 seconds, etc).

Overcoming this can’t be done with band-aids like Fernando calling himself Gary, or with forced chit-chat.

Why it shouldn’t matter

Uh...we sell broadband?

Of course, none of that should matter if the product being sold is simple. If Fernando’s role is to sell one of three possible products, or to explain a bill, or to help a customer reset a modem, then arguably this can all be done with minimal fuss. Many vendors in Australia, particularly in the food business, don’t speak English at all – but when the entire interaction is pointing to a menu item and paying for the product, you don’t need sophisticated interaction skills (apologies for the harshness of this summary- this is not to suggest that all recent immigrants work in the food industry).

Let’s say Fernando works for Interconnectel, a telecoms giant with a toehold in every telecom market – fixed line broadband, mobile broadband, home phone, mobile phone, business connections, Pay TV – you name it, they can offer it. Some of their products have small margins, some have big. Fernando earns commission for selling connections and products that have a higher margin for the company.

Fernando is also under pressure to turn each call into a lead for a sale. If the customer is calling about a bill, suggest a different plan. If the customer is having problems with their modem, try selling a new modem. If the customer is angry about anything, apologize and suggest their amazing new product. If Fernando fails to convert at least 50% of interactions into some type of revenue generating action, he misses out on all commissions.

Fernando is not focused on delivering a solution to your problem – unless you can define ‘solution’ the way Interconnectel’s marketing department would like to – which means any type of sale.

This means that every interaction requires a lot of focused needs-based analysis, as Fernando looks for things that you’re saying that could lead to some sort of sale. If it’s near the end of the month, he may be desperate. DSL modem not working? How about 4G mobile broadband?

Fernando is focused on the quality assurance person listening in. And that ‘quality’ that’s trying to be assured has less to do with your satisfaction than it does with satisfying Interconnectel, who have strict metrics in place that Fernando’s call centre has to adhere to. He’s not talking to you – he’s sticking to a script that has been designed to lead to a sale. He can’t concentrate on what you have to say, because it’s not about that for him.

It should be pointed out of course that Fernando’s Aussie counterpart, Jake, sitting in a call centre in Collins St Melbourne, has the exact same sword over his head. But when you get Jake, he might be able to work in his sales pitch a bit more seamlessly, thanks largely to your shared cultural touchstones.

Fernando works for TPG

TPG has stuck to a fairly simple business plan. They are all about DSL, which is the most common and widely available method of getting a decent broadband connection in Australia. This means investing heavily in a fibre network across the country, connecting to exchanges that serve a large number of people. They’ve also invested in their own undersea links to the US internet. They don’t have to ‘rent’ much, so they can offer huge value on their plans.

For all other parts of the telecommunications equation, they just meet the market. This includes line rental, the term for what really amounts to the link between your home and the telephone exchange, where your line can connect to TPG. As with everyone else, TPG rents this off of Telstra. For mobile broadband and mobile phone, TPG doesn’t build towers – they rent space off of Optus and sell at about cost. For Pay TV, they tried Fetch TV (an ad hoc web-based Pay TV service), but have abandoned that lately to concentrate on their real business- getting people connected to the internet.

For most customers, they offer three basic plans. 20GB for $40, 100GB for $50, and Unlimited for $60. For people who use their landline to make calls, they offer some good free call packages; but their most competitive product is that $60 Unlimited plan. It’s straightforward, no-nonsense, and earns them heaps of money while also offering what a huge portion of the public want – a simple, unlimited connection to the net.

When you call Fernando at TPG, it’s unlikely to be with a billing enquiry. All bills are essentially pre-paid, with direct debit being the only payment method. There’s little scope to get ‘bill shock’, thanks to their being few products with hidden exclusions and overuse fees. TPG can avoid all that by not making their plans complicated.If you call with a sales enquiry, Fernando can explain the entire product line in about 2 minutes.

If you call with a tech enquiry, Fernando will not insist you use a TPG modem, because TPG doesn’t sell modems at any sort of special deal. They sell one brand of modem (Netcomm), and they don’t use any special protocols or settings. Almost any modem will be compatible.

In other words, TPG treat this as a utility, not as Disney Land. This isn’t a magical world of high-tech wizardry – this is about making sure your home has a light on the modem.

Results

TPG has its detractors, but both Roy Morgan research and the Telecommunications Industry Ombudsman have released data sets to show that TPG, despite its ‘budget’ reputation, enjoys slightly better customer satisfaction results than Optus, and much better than Telstra. It might be a combination of a low price setting low expectations, but who cares? TPG also makes steady, if unspectacular profits, in a market thought to be saturated.

Conclusion

If you’re a massive, multi-faceted telecoms empire, you might want to stick with an Aussie based service and support team who can integrate the constant sales pitch into a friendly rapport with your Australian customers.

But offshoring is fine when the person in the far-flung call centre is focused purely on delivering a solution to the customer’s actual problem, rather than treating it like a date, with lots of double entendre. Sometimes when a customer wants their modem fixed, this is not the same as inviting you up for a coffee- they have better things to do than being on the phone with you.

The utility model of providing telecom services may not be terribly sexy, but it works. Why can’t more providers take this approach? Maybe in time, they won’t have a choice but to do so.

TPG adds Unlimited mobile and international calls to top-end bundle

24 month contract only

Free Wi-Fi modem

Unlimited data, landline, 1300, mobiles, international...

Adam Wajnberg

04/08/2014 04:41 AM

TPG has had one of the most attractive overall phone and internet bundles for the last year - $70 for unlimited data, unlimited landline calls and 100 mins of free international calls. As the rest of the market has caught up, TPG has been forced to respond – and they’ve done so in a big, big way. An update to the plan, available now, has boosted the monthly price to $80, but now includes calls to all Australian mobiles, and unlimited international calls to 11 destinations.

Call us on 1300 106 571 for information or to sign up for this plan

The Unlimited Bundle, as it’s called, looks like a response to recent moves from Dodo, Eftel and other budget providers, as well as a response to recent changes with Optus’ popular Fusion bundles. To recap –

- TPG offered unlimited data and basic line rental for $60, with a $5 add-on for free local calls, on contracts as low as 6 months. On a 24 month contract, you could get local, national, 1300 and 100 mins intl. included.

- Eftel responds with their Duo Ultimate plans, which includes unlimited mobile calls, at $80.

- Optus Fusion Bundle comes with free landline, mobile, 13/1300 numbers and 500GB data for $109, making it the most comprehensive pack from a carrier-grade ISP. Changes in November, going up to $115, excluding 13/1300 numbers, but removing peak and off-peak splits on data (effectively doubling the amount of data for many users).

- Dodo (part of the same group as Eftel) starts offering free landline and mobile calls at $70, excludes 13/1300 numbers

- TPG comes back at the market, now trumping all other offers by including EVERYthing, including unlimited calls to USA, Canada, China, India, Hong Kong, Malaysia, Taiwan, Singapore, UK, Germany and France.

Drawbacks

Not many. The ACCC (a government consumer watchdog) is imposing strict rules on service providers, to go into full effect March 2013 that will require greater transparency in how plans are structured, advertised and priced. This is a response to the ongoing issue of Bill Shock – in which customers, signing up for plans with a complicated web of conditions and ‘exclusions’ get massive bills after using their service and being unaware of which calls or activities are billed outside of their plan.

In response, many providers are drastically simplifying their plans to chip away at the things that can create confusion for customers. TPG’s previous plan looked good, but the obvious drawback was that calls to mobiles were charged above the $70 price – at the fairly rich rate of 39 cents per minute. With most people relying on mobiles, having these excluded opened up the opportunity for nasty surprises.

Adding $10 and rolling in all standard mobile calls eliminates that main issue – adding unlimited calls to ten popular destinations is a bit of icing on the cake. But it looks canny in light of TPG’s appeal to recent immigrants and international students.

There are still two drawbacks of note for this plan – the first being connection fees. In years gone by the trend was to absorb connection fees by boosting the monthly price slightly, or by committing customers to lengthy contracts. TPG went the other way, offering 6 month commitments with the connection fee unsubsidized. But even on their 24 month contracts, they still charge significant connection fees, only subsidizing the hardware.

So the second drawback is that this offer is only available with a 24 month commitment. The connection fees come to $110. Customers only wanting a 6 month commitment can still get the free local, national, 13/1300 and 100 mins international calls for $70 a month – and can get those same free calls on cheaper data plans as well.This creates a slight disconnect between the likely market for this plan, and the needs for that market. Free calls, free mobile calls, unlimited data and unlimited international calls to Asian, European and North American destinations would attract students, visitors and a younger demographic in general – trying to strap that segment into a 24 month agreement is counter-intuitive. Hopefully, TPG will make an adjustment soon to make this plan available on 6 month contracts.

Alternatives

If you don’t need calls at all

If you want lots of data but don’t intend on using the landline to make calls at all, then TPG can still offer Unlimited data, with line rental included (but no free calls) for $60 a month. This is available on a 6 month contract as well.

Naked DSL is another option, but doesn’t differ substantially (in user experience or in price) from getting a bundle and just not using (or plugging in) a telephone handset. Some companies do make Naked DSL more attractive though. MyNetFone (1300 421 046) have a 500GB plan for $60/month, or 200GB for $50 month. Setup is only $49, Wi-Fi modem is free, and the contract is only 12 months.

Dodo (1300 192 775) can do free national and mobile calls with unlimited data for $70, with 13/1300 numbers excluded. But they usually have other sweeteners, like a free Xbox or other special offers, on long contracts.

Conclusion

TPG’s Unlimited $80 Bundle should usher in a frantic wave of competition, because it’s hard to identify a more comprehensive plan for phone and internet. With TPG having the 2nd or 3rd largest ADSL2+ network in Australia (they’re generally neck-and-neck with the iiNet group) this would also be the most widely available budget plan to come packed with so much value.To enquire further or to sign up for this offer, please call us on 1300 106 571

TPG is a Sydney-based IT and broadband supplier that has been in operation for almost 20 years. TPG markets itself as one of Australia's largest Internet Service Providers (ISP) but currently excludes Tasmania from its broadband provision. While the ISP offers ADSL 1, ADSL2, and Naked DSL, it does not offer cable broadband. ADSL1 connections reach speeds from 256kbps to 8000kbps. Where available, ADSL2+ and Naked DSL plans reach speeds up to 20,000kbps. Download speeds are slowed to between 64kbps and 4Mbps depending on the plan when the monthly limit is reached, so there are no extra charges for exceeding a download quota. A free spam filter, virus protection, and up to 20 email accounts are offered with every broadband plan. Web-space is also included as an extra. Connection generally takes 3-5 working days from application on an active Telstra phone line. VoIP (Voice over Internet Protocol) plans are also available and the company claims to provide some of the lowest call rates available in Australia. You will still need an active Telstra home phone line, although TPG can offer a home phone and broadband bundle for customers on an inactive line.

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Call Barring: Allows you to restrict certain call types that can be dialed from your home phone.Number Display / Number Block: Select whether you would like your caller identity blocked or displayed when calling other parties.Call Waiting: Notifies you of an incoming call on your home phone while you are already on a call. You can place your call on hold to answer the incoming call.Caller ID: Allows you to see the phone number of the person calling you on your home phone service (Only applicable on phones that supports Caller ID).

TPG Offer the following Home Phone service for Standard Call rates.

Call Forwarding: Allows you to divert calls from your home phone number to a different number.

Rates correct as of 20/11/14. At time of purchase rates should be confirmed with provider.

Eftel - The Best Alternative to TPG

Duo Plans provide great value

Club Telco offers Unlimited rural broadband

Mobile Broadband - capped at 15GB, no excess usage charges

Adam Wajnberg

04/08/2014 04:41 AM

Australia’s broadband market is usually narrowed to ‘The Big 4’ – Telstra, Optus, iiNet and TPG. These four are singled out for the size of their network of DSLAMs – large mainframes, built into Telstra exchanges, that connect back to a unique network spanning the country – and under the ocean. Everyone else buys their access off these four (mostly Telstra and Optus), so they’re often seen as the top tier wholesale providers.

But there are two other networks that are growing, even with the NBN coming in to change the fundamental way the entire market works. These are Primus (who are part of the M2 Communications Network) and Eftel. Eftel’s own network is not huge – it connects to only the 70 largest telephone exchanges in the country (mostly metro Sydney, Melbourne, Brisbane and Perth), but where it does connect, it provides the absolute best bang for your buck – the most value at the cheapest price.Eftel Direct – Duo Plans

Eftel has been going through some changes lately, and in turn have simplified their plans greatly. Some of their best plans have been reserved for their Club Telco brand, which has been developed to appeal to seniors and rural customers, with a mix of plans and conditions that make both light use and regional broadband a little more affordable.

For their direct retail plans, Eftel offers the Duo Range – big plans with everything thrown in. For $80 a month, the Duo Ultimate includes unlimited data, unlimited landline and mobile calls (with 13/1300 numbers charged at a flat 28 cents per call) and for a limited time, a free connection with just a 12 month contract (normally $69). They’re also usually keen to throw in free hardware – for the last few months it’s been a free Android-powered tablet.

For those who just need the line on for broadband, and who don't need calls included, the Duo Unlimited is $70 and includes unlimited data with no free calls.

Hardware is not included, but their modems are cheap; $60 for a standard Wi-Fi enabled modem/router, and $90 for the same modem with a VoIP gateway. Delivery is $16.

Mobile Broadband

For mobile broadband, Eftel is not particularly unique; like most providers who aren’t Telstra or Vodafone, they use part of the Optus 3G Network. But their rates are very competitive - $55 for 15GB . More importantly, Eftel does the right thing and will not charge for over-usage (a trap that can really ruin your whole year) – but they will shut you right down. No slower speeds or limited access- Your connection will stop dead. Make sure it’s worth this risk before signing up for mobile broadband.Club Telco (1300 138 155)

As described before, Club Telco is a closely related offshoot of Eftel, but with a broader scope. Club Telco uses a membership model rather than contracts, in a bid to attract customers who move around, or otherwise don’t want to be in a long term commitment.

Club Telco also offers a very straightforward three tiered structure: if you’re connecting to Eftel’s network, they will offer you Unlimited ADSL2+ (including line rental) for the absolute lowest price in Australia - $55 a month (TPG is $60 a month). If you’re connecting to the Optus network, they will offer you the same plan for $70.

That’s where most providers end it – if you’re in a Telstra-only zone, they won’t offer unlimited plans at all. But Club Telco pulls out some magic to offer the same plan for $90 – which is what all large plans cost from all providers when connecting in rural and regional areas; Club Telco is just one of the only ones to give you Unlimited Data.

Dodo (1300 501 578)

It’s unclear how the relationship between Dodo and Eftel works. Eftel might own part of Dodo. Or Vice Versa. Or they just work together a lot. But their plans are almost identical; Eftel just has a better reputation for customer service and support (as does Club Telco).

Nevertheless, it should be noted that Dodo offers almost everything that both Club Telco and Eftel offer, as well as several other service (gas, electricity, mobile, etc). Dodo is making a determined effort to rehabilitate their troubled image, and overall still offer some of the best broadband, phone and mobile plans available.

TPG (1300 106 571)

TPG is still overall just a slightly better proposition than Eftel and its associated brands – but it’s mostly dependent on what you need. Their $80 plan includes a free modem and free 13/1300 calls – but there’s a 24 month contract and a connection fee. But they’re far more widely available for their best plans. But they don’t have as many good options for plans outside of their network. But they come with free Frozen Yoghurt, which they call Froghurt!

Anyway, TPG is still the best option for most customers who need unlimited data, little fuss, and short contracts. Just beware their steep setup fees on 6 month contracts - $120 plus hardware costs (if you don’t already have a modem).

Worth mentioning - much of Eftel's network is made from pieces of TPG's wholesale network. Make of that what you will.

ConclusionEftel, directly and indirectly through Club Telco, offers the only other comprehensive alternative to TPG in the budget end of the market. For rural customers, Club Telco offers the best deal for a big, heavy use connection.

Call us on 1300 106 571 for general enquiries and to see which providers are available in your area!

Why TPG can get away with offshore call centres

Accent vs Idiom

Complexity as the enemy of globalization

Offshoring can work...what's the secret ingredient?

Adam Wajnberg

04/08/2014 04:41 AM

This week’s The Economist included a special report on outsourcing and offshoring, considered by many the twin evils (or twin necessities, depending on which side of the ledger you sit) of a globalized world. Specifically, the report demonstrated a shift in attitudes towards the practice, as many firms are starting to bring some jobs back into their home countries, or shift their focus from using Chinese labour to sell to Western consumers, and towards using Chinese labour to sell to Chinese consumers. Attention is also given to the practice of using foreign service labour as well, particularly in call centres. And particularly in technical call centres.

For 20 years now, the stereotype has been that ISPs and related (such as telcos and Pay TV providers) have used India as the source for cheap call centre labour, thanks to a few facts; English is a major first language in many areas, IT and software are part of the modern Indian cultural norm, and Indian workers were considered by and large polite, patient, hard working and professional. Moreover, India could use white collar services to distinguish themselves from China’s manufacturing powerhouse.But the accent…even an Indian outsourcing executive had to admit “…we just can’t get the accents right”. That is definitely not something to be sneezed at – but recent experiments in using cheap labour countries that are closer in form to the Anglosphere (such as South Africa) have still somehow come up short.

The most striking example is in the Philippines, which is primarily English speaking, Catholic and spoken with an accent that is mostly American flavoured. The workforce is tech literate and modern – these all seem like ideal ingredients for a culturally similar call centre labour pool that will be compatible with US, Australian, Canadian, NZ and English customers. And yet…no.

So what’s the problem? It might be that people are mistaking accents for idiom. It might take the work of a particularly gifted linguist to come up with the raw data, but it’s likely that the Indian and Filipino accents do not differ (on a basic, sound-waveform level) to the differences between Australian, Canadian, NZ, US and English accents (and of course, Scottish, Irish, etc). And yet, conversation between those countries is largely compatible. So it may not be strictly the accent.

Idiom

When an Australian consumer calls a centre in the Philippines, they’re almost always asked how the weather is. It’s the type of half-baked move that a consultant somewhere got paid a lot of money to suggest; why hide the fact that the phone call is taking place over an ocean? No-one is mistaking Fernando for a neighbor from Newcastle. It’s a marketing move to create a sense of familiarity that is utterly unnecessary and alien. Fernando probably also has an app on his PC to tell him the weather in each state he speaks to. It’s all nonsense.The real bridge between Fernando and his Australian customer is that Fernando’s frames of reference, attitude toward customer service and life experience is completely divorced from the person he’s speaking to, who otherwise speaks the same language. He speaks English at a different cadence, he watches different TV shows, is exposed to different cultural norms and likely does not converse with Australians outside of his work life, which is likely to be highly regimented with strict rules to follow (i.e. use the customer’s name twice…repeat the question back to them, regardless of whether or not that seems necessary…all calls must be completed with 420 seconds, etc).

Overcoming this can’t be done with band-aids like Fernando calling himself Gary, or with forced chit-chat.

Why it shouldn’t matter

Uh...we sell broadband?

Of course, none of that should matter if the product being sold is simple. If Fernando’s role is to sell one of three possible products, or to explain a bill, or to help a customer reset a modem, then arguably this can all be done with minimal fuss. Many vendors in Australia, particularly in the food business, don’t speak English at all – but when the entire interaction is pointing to a menu item and paying for the product, you don’t need sophisticated interaction skills (apologies for the harshness of this summary- this is not to suggest that all recent immigrants work in the food industry).

Let’s say Fernando works for Interconnectel, a telecoms giant with a toehold in every telecom market – fixed line broadband, mobile broadband, home phone, mobile phone, business connections, Pay TV – you name it, they can offer it. Some of their products have small margins, some have big. Fernando earns commission for selling connections and products that have a higher margin for the company.

Fernando is also under pressure to turn each call into a lead for a sale. If the customer is calling about a bill, suggest a different plan. If the customer is having problems with their modem, try selling a new modem. If the customer is angry about anything, apologize and suggest their amazing new product. If Fernando fails to convert at least 50% of interactions into some type of revenue generating action, he misses out on all commissions.

Fernando is not focused on delivering a solution to your problem – unless you can define ‘solution’ the way Interconnectel’s marketing department would like to – which means any type of sale.

This means that every interaction requires a lot of focused needs-based analysis, as Fernando looks for things that you’re saying that could lead to some sort of sale. If it’s near the end of the month, he may be desperate. DSL modem not working? How about 4G mobile broadband?

Fernando is focused on the quality assurance person listening in. And that ‘quality’ that’s trying to be assured has less to do with your satisfaction than it does with satisfying Interconnectel, who have strict metrics in place that Fernando’s call centre has to adhere to. He’s not talking to you – he’s sticking to a script that has been designed to lead to a sale. He can’t concentrate on what you have to say, because it’s not about that for him.

It should be pointed out of course that Fernando’s Aussie counterpart, Jake, sitting in a call centre in Collins St Melbourne, has the exact same sword over his head. But when you get Jake, he might be able to work in his sales pitch a bit more seamlessly, thanks largely to your shared cultural touchstones.

Fernando works for TPG

TPG has stuck to a fairly simple business plan. They are all about DSL, which is the most common and widely available method of getting a decent broadband connection in Australia. This means investing heavily in a fibre network across the country, connecting to exchanges that serve a large number of people. They’ve also invested in their own undersea links to the US internet. They don’t have to ‘rent’ much, so they can offer huge value on their plans.

For all other parts of the telecommunications equation, they just meet the market. This includes line rental, the term for what really amounts to the link between your home and the telephone exchange, where your line can connect to TPG. As with everyone else, TPG rents this off of Telstra. For mobile broadband and mobile phone, TPG doesn’t build towers – they rent space off of Optus and sell at about cost. For Pay TV, they tried Fetch TV (an ad hoc web-based Pay TV service), but have abandoned that lately to concentrate on their real business- getting people connected to the internet.

For most customers, they offer three basic plans. 20GB for $40, 100GB for $50, and Unlimited for $60. For people who use their landline to make calls, they offer some good free call packages; but their most competitive product is that $60 Unlimited plan. It’s straightforward, no-nonsense, and earns them heaps of money while also offering what a huge portion of the public want – a simple, unlimited connection to the net.

When you call Fernando at TPG, it’s unlikely to be with a billing enquiry. All bills are essentially pre-paid, with direct debit being the only payment method. There’s little scope to get ‘bill shock’, thanks to their being few products with hidden exclusions and overuse fees. TPG can avoid all that by not making their plans complicated.If you call with a sales enquiry, Fernando can explain the entire product line in about 2 minutes.

If you call with a tech enquiry, Fernando will not insist you use a TPG modem, because TPG doesn’t sell modems at any sort of special deal. They sell one brand of modem (Netcomm), and they don’t use any special protocols or settings. Almost any modem will be compatible.

In other words, TPG treat this as a utility, not as Disney Land. This isn’t a magical world of high-tech wizardry – this is about making sure your home has a light on the modem.

Results

TPG has its detractors, but both Roy Morgan research and the Telecommunications Industry Ombudsman have released data sets to show that TPG, despite its ‘budget’ reputation, enjoys slightly better customer satisfaction results than Optus, and much better than Telstra. It might be a combination of a low price setting low expectations, but who cares? TPG also makes steady, if unspectacular profits, in a market thought to be saturated.

Conclusion

If you’re a massive, multi-faceted telecoms empire, you might want to stick with an Aussie based service and support team who can integrate the constant sales pitch into a friendly rapport with your Australian customers.

But offshoring is fine when the person in the far-flung call centre is focused purely on delivering a solution to the customer’s actual problem, rather than treating it like a date, with lots of double entendre. Sometimes when a customer wants their modem fixed, this is not the same as inviting you up for a coffee- they have better things to do than being on the phone with you.

The utility model of providing telecom services may not be terribly sexy, but it works. Why can’t more providers take this approach? Maybe in time, they won’t have a choice but to do so.

TPG adds Unlimited mobile and international calls to top-end bundle

24 month contract only

Free Wi-Fi modem

Unlimited data, landline, 1300, mobiles, international...

Adam Wajnberg

04/08/2014 04:41 AM

TPG has had one of the most attractive overall phone and internet bundles for the last year - $70 for unlimited data, unlimited landline calls and 100 mins of free international calls. As the rest of the market has caught up, TPG has been forced to respond – and they’ve done so in a big, big way. An update to the plan, available now, has boosted the monthly price to $80, but now includes calls to all Australian mobiles, and unlimited international calls to 11 destinations.

Call us on 1300 106 571 for information or to sign up for this plan

The Unlimited Bundle, as it’s called, looks like a response to recent moves from Dodo, Eftel and other budget providers, as well as a response to recent changes with Optus’ popular Fusion bundles. To recap –

- TPG offered unlimited data and basic line rental for $60, with a $5 add-on for free local calls, on contracts as low as 6 months. On a 24 month contract, you could get local, national, 1300 and 100 mins intl. included.

- Eftel responds with their Duo Ultimate plans, which includes unlimited mobile calls, at $80.

- Optus Fusion Bundle comes with free landline, mobile, 13/1300 numbers and 500GB data for $109, making it the most comprehensive pack from a carrier-grade ISP. Changes in November, going up to $115, excluding 13/1300 numbers, but removing peak and off-peak splits on data (effectively doubling the amount of data for many users).

- Dodo (part of the same group as Eftel) starts offering free landline and mobile calls at $70, excludes 13/1300 numbers

- TPG comes back at the market, now trumping all other offers by including EVERYthing, including unlimited calls to USA, Canada, China, India, Hong Kong, Malaysia, Taiwan, Singapore, UK, Germany and France.

Drawbacks

Not many. The ACCC (a government consumer watchdog) is imposing strict rules on service providers, to go into full effect March 2013 that will require greater transparency in how plans are structured, advertised and priced. This is a response to the ongoing issue of Bill Shock – in which customers, signing up for plans with a complicated web of conditions and ‘exclusions’ get massive bills after using their service and being unaware of which calls or activities are billed outside of their plan.

In response, many providers are drastically simplifying their plans to chip away at the things that can create confusion for customers. TPG’s previous plan looked good, but the obvious drawback was that calls to mobiles were charged above the $70 price – at the fairly rich rate of 39 cents per minute. With most people relying on mobiles, having these excluded opened up the opportunity for nasty surprises.

Adding $10 and rolling in all standard mobile calls eliminates that main issue – adding unlimited calls to ten popular destinations is a bit of icing on the cake. But it looks canny in light of TPG’s appeal to recent immigrants and international students.

There are still two drawbacks of note for this plan – the first being connection fees. In years gone by the trend was to absorb connection fees by boosting the monthly price slightly, or by committing customers to lengthy contracts. TPG went the other way, offering 6 month commitments with the connection fee unsubsidized. But even on their 24 month contracts, they still charge significant connection fees, only subsidizing the hardware.

So the second drawback is that this offer is only available with a 24 month commitment. The connection fees come to $110. Customers only wanting a 6 month commitment can still get the free local, national, 13/1300 and 100 mins international calls for $70 a month – and can get those same free calls on cheaper data plans as well.This creates a slight disconnect between the likely market for this plan, and the needs for that market. Free calls, free mobile calls, unlimited data and unlimited international calls to Asian, European and North American destinations would attract students, visitors and a younger demographic in general – trying to strap that segment into a 24 month agreement is counter-intuitive. Hopefully, TPG will make an adjustment soon to make this plan available on 6 month contracts.

Alternatives

If you don’t need calls at all

If you want lots of data but don’t intend on using the landline to make calls at all, then TPG can still offer Unlimited data, with line rental included (but no free calls) for $60 a month. This is available on a 6 month contract as well.

Naked DSL is another option, but doesn’t differ substantially (in user experience or in price) from getting a bundle and just not using (or plugging in) a telephone handset. Some companies do make Naked DSL more attractive though. MyNetFone (1300 421 046) have a 500GB plan for $60/month, or 200GB for $50 month. Setup is only $49, Wi-Fi modem is free, and the contract is only 12 months.

Dodo (1300 192 775) can do free national and mobile calls with unlimited data for $70, with 13/1300 numbers excluded. But they usually have other sweeteners, like a free Xbox or other special offers, on long contracts.

Conclusion

TPG’s Unlimited $80 Bundle should usher in a frantic wave of competition, because it’s hard to identify a more comprehensive plan for phone and internet. With TPG having the 2nd or 3rd largest ADSL2+ network in Australia (they’re generally neck-and-neck with the iiNet group) this would also be the most widely available budget plan to come packed with so much value.To enquire further or to sign up for this offer, please call us on 1300 106 571

TPG is a Sydney-based IT and broadband supplier that has been in operation for almost 20 years. TPG markets itself as one of Australia's largest Internet Service Providers (ISP) but currently excludes Tasmania from its broadband provision. While the ISP offers ADSL 1, ADSL2, and Naked DSL, it does not offer cable broadband. ADSL1 connections reach speeds from 256kbps to 8000kbps. Where available, ADSL2+ and Naked DSL plans reach speeds up to 20,000kbps. Download speeds are slowed to between 64kbps and 4Mbps depending on the plan when the monthly limit is reached, so there are no extra charges for exceeding a download quota. A free spam filter, virus protection, and up to 20 email accounts are offered with every broadband plan. Web-space is also included as an extra. Connection generally takes 3-5 working days from application on an active Telstra phone line. VoIP (Voice over Internet Protocol) plans are also available and the company claims to provide some of the lowest call rates available in Australia. You will still need an active Telstra home phone line, although TPG can offer a home phone and broadband bundle for customers on an inactive line.